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Posted 1h ago•Kenya
Customer Service Quality Assurance & Trainer - Jumia (Full Time)
MiddleOn-site (Kenya)Salary undisclosed
Job Description
At Jumia, mobility is at the heart of our people development approach. This job board helps us establish more transparency in available opportunities in the company to promote mobility.
You need to follow simple guidelines:
- Before applying, make sure you discuss the opportunity with your direct manager and that both of you agree that this is positive for your development (written approval from your direct manager will be required).
- Apply with your Jumia e-mail.
What you will be doing:
- Responsible for the overall quality of the customer interactions
- Identify areas of service improvements and develop programs enhancing the overall quality of the customer’s experience when interacting with the CS agents
- Manage quality of CS agents’ interactions across different teams (inbound, outbound, Issue Resolution, Live chat, Social media, WhatsApp)
- Train staff to deliver a high standard of customer service
- Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
- Facilitate training and development programs for newly hired and existing CS staffs
- Assess performance and identify coachin
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